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Evidence Guide: PSPGSD005 - Introduce the government service delivery model

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPGSD005 - Introduce the government service delivery model

What evidence can you provide to prove your understanding of each of the following citeria?

Deal with initial service offer

  1. Profile needs and assess entitlement eligibility, outcome and compliance risk.
  2. Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.
  3. Record personal information.
  4. Research applicant options and obtain advice when necessary.
  5. Negotiate handover of applicants’ accounts with other staff.
Profile needs and assess entitlement eligibility, outcome and compliance risk.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record personal information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research applicant options and obtain advice when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate handover of applicants’ accounts with other staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and/or update accounts of service recipients

  1. Use system tools and business management systems to record and process services requested and delivered.
  2. Provide information for statutory or performance reporting in the required format and timeframes.
  3. Take action to prevent and identify any debts and initiate withholdings for recovery.
Use system tools and business management systems to record and process services requested and delivered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information for statutory or performance reporting in the required format and timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action to prevent and identify any debts and initiate withholdings for recovery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide personalised service

  1. Provide initial encouragement to those identified as having a participation requirement.
  2. Communicate adverse decisions.
  3. Employ motivational interviewing and questioning.
  4. Make referrals to external service providers and broker services relevant to the life event.
  5. Undertake liaison with other staff to ensure the best service commencement outcome.
Provide initial encouragement to those identified as having a participation requirement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate adverse decisions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ motivational interviewing and questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to external service providers and broker services relevant to the life event.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake liaison with other staff to ensure the best service commencement outcome.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with initial service offer

  1. Profile needs and assess entitlement eligibility, outcome and compliance risk.
  2. Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.
  3. Record personal information.
  4. Research applicant options and obtain advice when necessary.
  5. Negotiate handover of applicants’ accounts with other staff.
Profile needs and assess entitlement eligibility, outcome and compliance risk.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record personal information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research applicant options and obtain advice when necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate handover of applicants’ accounts with other staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and/or update accounts of service recipients

  1. Use system tools and business management systems to record and process services requested and delivered.
  2. Provide information for statutory or performance reporting in the required format and timeframes.
  3. Take action to prevent and identify any debts and initiate withholdings for recovery.
Use system tools and business management systems to record and process services requested and delivered.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information for statutory or performance reporting in the required format and timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action to prevent and identify any debts and initiate withholdings for recovery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide personalised service

  1. Provide initial encouragement to those identified as having a participation requirement.
  2. Communicate adverse decisions.
  3. Employ motivational interviewing and questioning.
  4. Make referrals to external service providers and broker services relevant to the life event.
  5. Undertake liaison with other staff to ensure the best service commencement outcome.
Provide initial encouragement to those identified as having a participation requirement.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate adverse decisions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Employ motivational interviewing and questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to external service providers and broker services relevant to the life event.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Undertake liaison with other staff to ensure the best service commencement outcome.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Deal with initial service offer

1.1 Profile needs and assess entitlement eligibility, outcome and compliance risk.

1.2 Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

1.3 Record personal information.

1.4 Research applicant options and obtain advice when necessary.

1.5 Negotiate handover of applicants’ accounts with other staff.

2. Establish and/or update accounts of service recipients

2.1 Use system tools and business management systems to record and process services requested and delivered.

2.2 Provide information for statutory or performance reporting in the required format and timeframes.

2.3 Take action to prevent and identify any debts and initiate withholdings for recovery.

3. Provide personalised service

3.1 Provide initial encouragement to those identified as having a participation requirement.

3.2 Communicate adverse decisions.

3.3 Employ motivational interviewing and questioning.

3.4 Make referrals to external service providers and broker services relevant to the life event.

3.5 Undertake liaison with other staff to ensure the best service commencement outcome.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section.

1. Deal with initial service offer

1.1 Profile needs and assess entitlement eligibility, outcome and compliance risk.

1.2 Identify service options to suit applicant needs and entitlements and establish preferred business delivery channel.

1.3 Record personal information.

1.4 Research applicant options and obtain advice when necessary.

1.5 Negotiate handover of applicants’ accounts with other staff.

2. Establish and/or update accounts of service recipients

2.1 Use system tools and business management systems to record and process services requested and delivered.

2.2 Provide information for statutory or performance reporting in the required format and timeframes.

2.3 Take action to prevent and identify any debts and initiate withholdings for recovery.

3. Provide personalised service

3.1 Provide initial encouragement to those identified as having a participation requirement.

3.2 Communicate adverse decisions.

3.3 Employ motivational interviewing and questioning.

3.4 Make referrals to external service providers and broker services relevant to the life event.

3.5 Undertake liaison with other staff to ensure the best service commencement outcome.

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

reading complex, formal documents including legislation and guidelines and explaining them to people from diverse backgrounds

gathering and analysing information to assess eligibility and research service options

communicating with diverse audiences for purposes including liaison, referral, handover of information, communicating adverse decisions

identifying and responding to debt

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

the range of circumstances and complexity of needs in the context of government service delivery

special needs of applicants

mutual obligations, rights and responsibilities

the range of service options

system tools and business systems for establishing and updating accounts

methods of preventing or minimising debt

legislation, policy, procedures and protocols relating to government service delivery, including work health and safety and environment